Client Success Manager

**Supercharge your career at Nucleus Networks**

What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow. We are one of BC’s top 5 Best Workplaces and a top 5 Finalist for BC’s Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.

We are a team of over 80 experienced IT Professionals focused on providing industry-leading IT Services to clients across Canada. With offices located in Vancouver and Toronto, Nucleus has adopted a hybrid work model, allowing the majority of roles to work from anywhere as we have employees based all around the world.

For back-to-back years we’ve been recognized as one of BC’s Best Workplaces. We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our CEO is a Top 40 under 40 award winner and multiple members of our leadership team have been recognized as top experts in the industry.

Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there

**Role Summary**:
The Client Success Manager (CSM) is the bridge between our clients and the teams at Nucleus. The CSM is focused on improving client satisfaction, being an escalation point, driving Nucleus standards, and recommending new solutions and/or services. The CSM’s role is to ensure Nucleus is supercharging its clients. The CSM needs to get to know their clients, build real relationships, and align Nucleus’ services and solutions with the client's requirements.

The CSM is also involved in new client onboarding to ensure a seamless go-live experience for new clients. The CSM will work directly with the client success team and Nucleus technical teams to ensure the smooth and successful delivery of technical services - service desk, project work, proactive maintenance, procurement, training, and ongoing support. The CSM will also handle client day-to-day requests such as escalations, calls, meetings, invoicing questions, research, and document preparation. This role will be a hybrid position (working remotely but with clear expectations on meeting clients and attending on-sites when required).

**Overall Responsibilities, General Tasks and Duties**:

- Acts as an Account Management escalation point for their assigned clients
- Participates in regular meetings with the support and project teams
- Regularly reviews effective rate of clients to identify trends and opportunities
- Meet with new clients to provide training on how to get support; other support training opportunities may arise as well
- Walk new clients through Standard Operating Procedures to ensure that we are following the steps required by their business
- Understand the schedule, scope, and budget for project implementations. Assist with coordination of the client and Nucleus project team members. Identify potential project risks, working with other departments to identify and prioritize risk mitigation strategies
- Meets with clients monthly to review monthly reporting
- Touches (phone or in-person) every assigned client, at least once per quarter
- Understand the needs and wants of their clients in order to create a Technical Scorecard that meets their needs.
- Delivers Technical Scorecards to clients to drive best practice, standardization, and regularly reviews client business requirements as an opportunity to align technology solutions
- Ownership of the Account Management service board for their assigned clients
- Ownership of Project Request tickets for their clients
- Sharing the responsibilities of new client onboarding with the Support team
- Responsible for responding and completing audits of our clients by third party vendors (These include Microsoft licensing audits)
- Act on behalf of the client pertaining to various requests and/or inquiries and communicating this information internally to the Support Manager and Project Services Manager to discuss opportunities for improvement, change, and communication back to the client - ultimately being the bridge of account-level communication between our support, project team and client POCs
- Build relationships with clients and team members and serve as a trusted point of contact
- Provide timely responses and guidance to client requests
- Serve as a single point of contact for key client contacts and internal stakeholders
- Maintain accurate and effective client data and documentation in IT Glue and ConnectWise
- Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, s